1. Social media Experience
Tarek Nabil
Vodafone Egypt
September 2012
Digital Marketing Arts conference and
workshop, Cairo on 10-11 Sep. 2012

2. Background
• Online Director, Vodafone
Egypt
• Technology Director
• Commercial Director
• MBA – Maastricht
• Engineering - Ain Shams
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3. VF global & local market insights
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4. VF global & local market insights
VF – Global VF – Global Social VF – Egypt Social
VF – EG Insights Media Insights Media Insights
market Insights
• 1st Mobile call • Facebook : • Facebook :
1985 • Started in 1998 +25.8 mil fans + 1.8 mil fans
• 1st SMS sent •Serving 38 Mil • Twitter : • Twitter :
1992 customers + 724,600 + 140, 000
Followers Followers
• Serving more •Pioneer in
than 400 million launching SMS, •Google + : • Google + -
customer around pre-paid system & +306,000 followers +130,000 followers
the world data in Egypt
• You Tube : +90 • You Tube - +4
• Launched Million Viewers Million Viewers
GPRS - 2003
• Launched
Blackberry - 2004
3

5. Being social is all about the people & the
society
• Egyptians are very social
•Two way interaction with fans
• Word of mouth at scale
• No right or wrong, it is not math
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6. Hence we must care, communicate &
engage with our community
Care
Communicate
Nov: Engage
+4M
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7. We Care:
• Handle 90 % of customers inquires in minutes
• Resolve 90 % of the complaints in hours
+4M
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8. We Care:
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9. We Communicate:
Use various ways to communicate with your fans
+4M
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10. We Communicate:
Live Streaming Contest
Android game
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11. We Communicate:
Digital Reach
Campaigns
Ramadan
Reach: + 9 Mil.
You Tube views: 1.250 Mil
Reach: + 8 Mil.
Fakka
You Tube views: 106K
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12. We Engage:
Engage in
Sports
+4M
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13. We Engage:
Our fans were too excited & wanted to volunteer for this
cause
Illiteracy eradication “CSR”
+4M
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14. We Engage:
Life & Seasonal occasions
+4M
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15. We Engage:
Life & Seasonal occasions
+4M
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16. Social media is about People so....
Be customer obsessed and serve them across all
Channels.
Its not about communicating your products or services, its about
talking with people about your products & services.
Turn your page/account to a Community, have your community participate, select
& create their own activities.
Talk with your community about events and topics that matter to them
Share good & difficult situations/moment with your community
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17. Thank You 